Implementation & Customer Success Specialist (B2B SaaS, Remote)

Job summary

This role focuses on leading software implementations and ensuring long-term customer success for a B2B SaaS platform in the mining and FIFO operations sector. The position involves onboarding, consulting, and relationship management, requiring collaboration with various stakeholders to drive successful adoption of the software.

Qualifications

• At least 3 years of experience in Implementation, Customer Success, or related client-facing roles in B2B SaaS or equivalent operational experience in mining, energy, or construction.
• Proven track record in managing implementations and onboarding programs.
• Hands-on experience in configuring software systems and optimizing workflows.
• Strong analytical and problem-solving skills.
• Excellent English communication skills, both written and verbal.
• Ability to manage multiple clients and projects simultaneously.
• Experience with FIFO, BIBO, DIDO, or workforce logistics is preferred.
• Familiarity with SQL, databases, or payment integrations is a plus.
• Spanish and/or French language skills are beneficial.

Responsibilities

• Lead end-to-end client implementations from kickoff to post-launch support.
• Conduct workshops to gather operational workflows and business requirements.
• Configure system environments and coordinate with engineering teams on integrations.
• Support user acceptance testing and deliver training sessions.
• Build and manage long-term customer relationships and identify upsell opportunities.
• Troubleshoot issues related to configuration, data, or functionality.
• Improve internal documentation and training resources.
• Travel internationally for onsite implementations as needed.

Skills

• Ownership mindset with strong initiative and accountability.
• Ability to translate business requirements into practical solutions.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with LMS platforms and experience creating training materials is advantageous.